Consumer Services Representative I

Portland, ME 04102

Posted: 03/22/2019 Industry: BioTech/Pharmaceuticals Pay Rate: $19.00 per hour

The Consumer Services Representative I is primarily responsible for handling consumer complaints and inquiries in a fast-paced call center according to company procedures and FDA regulations. 

Essential Duties and Responsibilities: 
Professionally facilitate phone calls, web inquiries, emails and other communications coming in to the Consumer Services Call Center using product knowledge, reference material and analytical ability. 
Documents all complaints and inquiries according to standard operating procedures and FDA regulations using a validated complaint handling system. 
Communicates in a timely, accurate and courteous manner with focus on providing service excellence and ensuring the effective use of products. 
Resolves complaints and issues (replace, refund, provide technical support or follow up to report investigation findings 
Generates and communicates written responses to the consumer as needed. 
Updates records and completes tasks as required. 
Multi-task effectively to handle multiple priorities on a daily basis. Uses time management skills to be productive and deliver positive, effective results. 
Adapts to change readily. 
Develops and maintains a thorough knowledge of products supported by completing all product, procedure, and service related trainings as assigned. Develops training materials and checklists for the training of others as assigned. 
May participate in the training of others. 
Adheres to all relevant company and regulatory requirements. 
Maintains confidentiality of consumer information. 
Communicates effectively with consumers and team members. 

Job Requirements: 
Customer focused with previous experience in a call center environment required. 
Excellent verbal and written communication skills with the ability to create a rapport and have 
empathy dealing with difficult situations  
Ability to discuss sensitive topics related to drugs of abuse product lines.
Well-organized with the ability to prioritize and meet deadlines. 
Must be able to effectively multi-task (ex. Talking to the caller while documenting appropriately 
and accessing information from various sources) 
Flexible, proactive, and responsible team player with customer focus and the confidence to make 
decisions to provide an excellent customer experience. 
An analytical and logical approach to problem-solving 
Attention to detail and the ability to adhere to procedures. 
Exceptional customer service skills including but not limited to active listening, problem-solving, 
and organizational skills. 
Computer skills – keyboarding, data entry, and Microsoft office. 
Previous medical device experience preferred. 
Bilingual preferred. 

Education and Experience: 
High school diploma or equivalent, Associates degree preferred, or equivalent combination of experience 

HW Staffing Solutions provides job seekers nationwide great direct hire, temporary and temporary to hire job opportunities with great employers. Find jobs in accounting & finance, office & administrative, light industrial, professional/technical, call center and food processing. Get personal attention, unrivaled benefits and a chance to grow your career.

HW Staffing is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, genetic information, national origin, veteran status, membership in or application to the uniformed services, physical or mental disability or any other classification protected by applicable law.


Sarah Gilliar
Staffing Specialist

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